Xon Bet Casino - Player’s winnings are confiscated after unfair limitations applied.

​I am disputing the confiscation of 301,584.51 PLN. I am a loyal VIP player with total deposits exceeding 100,000 PLN over the past year.

​After completing the wagering requirements for a bonus, my balance was converted to Real Balance. For the next 48 hours, the casino's system treated these funds as real money, allowing me to place high-stakes bets (hundreds of PLN per spin), which would be impossible under bonus rules.

​The VIP Manager (Nikola) confirmed in writing that the balance was converted to real funds. I took a real risk playing with this money for two days. Only after I requested a withdrawal did the casino retroactively apply a limit. This is an unfair "freeroll" practice — the casino allowed me to risk my money but refuses to pay the winnings due to their own technical delay in capping the balance.

Additionally, I checked my bonus history for the relevant period, and the alleged 'no-deposit bonus' does not even appear in my records. This further proves that the casino's system treated my funds as real cash throughout my entire play sessions, and they are now retroactively inventing a bonus restriction to avoid paying out my 300k winnings.

I have more evidence (screenshots of high-stakes bets and full email correspondence), but the form limited me to 5 attachments. I will provide the rest of the files as soon as a mediator is assigned to my case.

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Dear Stradivarius,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Xon Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Dear Petra,

Thank you for looking into my case. Here are the answers to your questions:

Were you informed about bonus terms remaining applicable?

No, I was never informed that any bonus terms would apply after the wagering was finished. On the contrary, after completing the requirements, my balance was automatically moved to the "Real Balance" section. Furthermore, my VIP Manager, Nikola, explicitly confirmed in our email correspondence that my funds were "Real Balance" and that the system did not impose any automatic bet limits.

Was your balance divided into real and bonus money?

Yes, the casino interface clearly divides the balance into "Real Money" and "Bonus Money". After I finished the wagering, the entire amount of 301,584.51 PLN was displayed exclusively in the "Real Money" balance. The "Bonus Money" balance was 0 PLN.

Did the winnings appear as "withdrawable/real money"?

Yes, the funds appeared as "Real Money" and were fully available for withdrawal. I continued playing with these funds for about 48 hours. During this time, I was placing bets between 100 PLN and 200 PLN, which the system accepted without any warnings or blocks. Usually, if a bonus is active, the system automatically prevents bets exceeding the maximum limit (e.g., 20-25 PLN). The fact that I could play with 100-200 PLN stakes proves the system treated the funds as real cash.

I have already attached screenshots of my bonus history (showing no active bonus) and the email from the VIP Manager confirming the "Real Balance" status.

Best regards,

Dominik

Dear Petra,

I would like to add one more crucial technical detail that further proves my funds were treated as Real Cash by the casino system. After the wagering was completed and my funds moved to the Real Balance, I was able to use the "Bonus Buy" feature in slots, purchasing rounds for as much as 12,000 PLN per single buy.

The casino system accepted these transactions without any issues or warnings. In any standard casino environment, such high-stake "Bonus Buys" are strictly blocked if any bonus limitations are active. This clearly demonstrates that there were no technical or contractual restrictions on my account at that time.

Best regards,

Dominik

Thank you for your reply and for providing the previous details, Stradivarius.

Could you provide above metioned evidence (game and bonus history)/any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Petra,

I have just sent a comprehensive email to you (petra.h@casino.guru) containing all the key evidence we discussed.

The documentation includes:

Official email from the VIP Manager confirming my Real Balance status.

Proof that wagering was completed on May 4th (3 days before the confiscation).

Evidence of high-stakes gameplay (up to 12,000 PLN per bet) authorized by the system.

Transaction history showing a successful withdrawal on May 6th.

Screenshots of the live balance (over 300k PLN) and the manual deduction on May 7th.

I believe these documents clearly show that the casino's actions were unjustified. Looking forward to your review.

Best regards,

Dominik

Dear Stradivarius,

Thank you for your follow-up message and for the additional clarification.

We acknowledge your position that, after completing the wagering requirements, the casino system still allowed the use of the "Bonus Buy" feature with very high purchase values, including amounts of up to 12,000 PLN. We understand why this may have led to the interpretation that the bonus had already been fully converted into real money without any active restrictions.

According to the bonus terms, the maximum permitted stake during active bonus wagering also applies to Bonus Buy features. For the purpose of the maximum bet rule, the total cost of the Bonus Buy is treated as the wager amount, not only the value of the resulting game round.

While the system may have technically allowed these transactions, this does not override or invalidate the applicable bonus conditions. It remains the player’s responsibility to comply with the promotional terms, regardless of whether any technical limitations were enforced by the platform.

As confirmed by the casino, the Bonus Buy transactions exceeded the permitted maximum stake during an active bonus wagering period. Based on the information currently available, the casino’s position therefore appears to be consistent with the applicable bonus terms.

Before we proceed further, could you please clarify the following point:

Could you confirm whether the winnings in question originate from the Bonus Buy purchase that was made during active bonus wagering and was subject to the applicable bonus terms and conditions?

Thank you in advance for your response.

Dear Stradivarius

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Xon Bet Casino representative to join this conversation.

Dear Xon Bet Casino,

Could you please provide clarification regarding this case? Please also send me supporting evidence to your claims along with player's full transaction history (game log).

Thank you in advance.

Dear Miroslava,

Please see our email at your convenience.

Kind regards,

Xon Bet Team

Hello Stradivarius,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Xon Bet Casino,

Thank you for your email.

Please send me the terms and conditions of the bonus, and bonus history, where times of bonus activation, and conversion to real money would be visible.

Thank you.

Dear Miroslava,

We have sent you an email. Please take a look at your convenience.

Kind regards,

Xon Bet Team

Dear Stradivarius,

We were able to review the evidence provided by the casino, and unfortunately, I need to inform you, we are unable to provide you support in this case.

According to your game log:

• On 4.5. you received the bonus of 1000PLN with 40x wagering requirements, and maximum cashout of 2000PLN. Before claiming of the bonus, your real balance has been close to 0.

• After completing the wagering requirements on the same day, amount of 9974.11PLN was transferred to real money.

We believe it would be ideal, if the winnings would be capped after the wagering requirements have been completed, however, casinos tend to adjust the balance to maximum withdrawal at the time of withdrawal request. According to Xon Bet's T&C's:

This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings.

Considering the maximum withdrawal amount of this bonus, we work with the fact, that 2000PLN out of 9974PLN should have been considered real money.

Furthermore, it is an industry standard, that in cases, when you have real money and bonus money in your balance, real money is wagered first. It is also included in this casino's T&C's:

7.20.2. If the user has funds in the real account and the bonus account, the real money will be bet in the first place, and only after that, the bonus money will be used. For example, you have 10 euros on your real balance and 10 euros on your bonus balance. In the case of betting 15 euros, 10 euros will be deducted from the real balance, and 5 euros from the bonus balance.

• After you continued playing, your balanced dropped to 7668.51 on 5.5. - which means you used the 2000PLN amount of real money, and then continued playing with bonus money, and the subsequent winnings also originated from bonus funds.

I understand this situation is unpleasant, since you were given the idea of bigger winnings, as you should have. I can only recommend, that in the future, when you claim a bonus, request a withdrawal right after you complete the wagering requirements. After a successful withdrawal of the maximum bonus amount, feel free to deposit and wager real money.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka